What are the responsibilities and job description for the Contact Center Agent - Full-Time, Remote (Oregon residency) position at Strategic Management?
Objective
The Contact Center Agent (Remote) supports the Compliance Resource Center's (CRC) Hotline Service Center. The duties of the role include receiving incoming calls regarding any wrongdoing, potential fraud, waste, abuse and mismanagement occurring in an organization.
Hours typically: 8a-5p PST.
Essential Functions
- Interview and engage each caller and accurately capture the conversation with the caller by completing a written report.
- Assist with further investigation of the call through gathering additional information
- Logging call information in SharePoint database.
- Follow regulatory procedures while documenting calls and speaking with callers.
Required Education and Experience
- Problem-solving abilities, compassionate support, and customer de-escalation skills.
- Acknowledging caller concerns, while keeping call times limited using effective interviewing skills.
- Maintaining composure during stressful situations.
- Associate degree (Psychology, Health Administration, or related).
- Proficiency in the Microsoft Office Suite.
- Strong English writing and editing skills.
- Resident of Oregon.
Preferred Education and Experience
- Bachelor's degree (Psychology, Health Administration, or related).
- 2-3 years of Customer Service or Call Center experience.
- Conversational fluency in Spanish and ability to accurately translate in-coming hotline calls from Spanish-speaking callers.
Benefits
Company provided laptop; PTO package (vacation and sick); Medical insurance and 401(k) with employer contributions; 100% premiums covered by employer for Dental, Group Term Life Insurance, Short and Long Term Disability; Paid/Floating holidays; Vision and Additional Life Insurance available; EAP.
Salary : $39,999 - $40,000
